Customer Support Specialist- Jasper, IN

Kimball International • Jasper, IN

4d • Onsite

About The Position

The Customer Support Specialist provides all internal support for a dedicated territory, acting as the primary point of contact for all territory customers, dealers, and field sales. The role involves developing relationships tailored to the specific needs of dealers and customers.

Requirements

• Must be located near Jasper, IN headquarters and work primarily from this location.
• Problem-solving skills: analyze information, identify root causes, and find effective solutions.
• Understanding of other business areas and ability to communicate effectively across the organization.
• Supportive of teammates.
• Positive attitude and approach.
• Empathy and Patience.
• Proficient user of SAP and Salesforce.com.
• Proficient with Microsoft Office and Outlook.
• Embraces technology and change.
• Strong written and verbal communication skills.
• Commitment to Kimball International and customers.
• Delegation skills.
• Continuously look for opportunities to improve processes.
• Follow-Up skills.
• Thoroughness.
• Attention to detail.
• Initiative.
• Creative thinking / negotiation capabilities.
• Fully support new and revised initiatives.
• Accountable.

Responsibilities

• Team with Field Sales and supply partners to strengthen customer relationships.
• Handle customer inquiries and concerns through phone and email.
• Own customer problems from first contact through resolution.
• Be accountable for all customer activity.
• Treat customer complaints as opportunities to drive loyalty by addressing needs effectively.
• Utilize SalesForce.com, SAP, and Outlook to manage workload, capture information, and support customer requirements.
• Document and communicate all quality issues in the Quality Notification system.
• Proactively manage and prevent sales disputes; take immediate action and update comments a minimum of every 2 weeks if disputes arise.
• Provide back-up support for teammates.
• Manage order processing and VL10 / Load planning updates.
• Support the customer by prioritizing and managing workload to accomplish goals.
• Attend/participate in customer dinners and lunches as appropriate.
• Travel as needed to respective territory to further develop customer relationships.
• Effectively manage phone calls and emails, logging all activities as cases in SalesForce.com.
• Achieve goals of minimum 80% ACD phone, 12 business hours resolution time, and 90% positive survey results.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed